Job Title: Head of Customer Support
Reports To:
Chief Operating Officer (COO)
### About the Role:
We are looking for a skilled and driven Senior Customer Support Specialist to lead our Customer Support (CS) team. This position plays a key role in overseeing both B2C support inquiries and B2B publisher onboarding, ensuring the team aligns with our company's objectives. You will report directly to the COO and collaborate closely with the CS team, Product team, and UA Director. The ideal candidate will possess the expertise and abilities to elevate our customer support operations to the next level.
- Manage Customer Support Operations:
- Oversee Intercom and agency ticket management for O&O and SDK.
Handle external support requests from publishers.
- Communicate effectively with publishers regarding CS-related concerns.
Ensure the team meets SLA (Service Level Agreement) targets.
- Act as the primary point of contact for B2B partners regarding customer support-related issues.
Collaborate with partners to understand their needs and provide tailored support solutions.- Conduct regular check-ins with partners to ensure satisfaction and identify areas for improvement.
- Lead, mentor, and support the CS team through product development phases.
Oversee onboarding and training for new team members.- Set and maintain team KPIs.
Create a collaborative environment to achieve shared company goals.
- Continuously enhance the quality of customer support services.
Implement strategies to improve customer experiences.
- Develop innovative solutions to align the CS department with business goals.
- Experience with Intercom.
Proficiency in SQL.- Strong problem-solving skills and a commitment to going above and beyond.
Excellent communication and presentation skills in English.
- Ability to maintain composure in high-pressure situations.
Proven track record of managing and developing a customer support team.- Industry experience in managing B2C applications, particularly in gaming or rewarded platforms.
- Customer support experience in the gaming or rewarded app industry.
Job Type: Full-time
